Technical Support Engineer II – LogicMonitor Jobs

Full Time

Website LogicMonitor

Software Development

Job Description

LogicMonitor is disrupting the observability market and changing the way businesses take disparate sources of data and turn it into action. We are already a leader in this space – and we started by solving the hardest, most complicated problem first. With roots in the IT Infrastructure Monitoring space, we are on an evolutionary journey heading toward what’s next – unified observability. Our platform enables enterprise resiliency through data insights from the infrastructure, network, and application. As we enter this next phase of growth, we are in search of a Technical Support Engineer II.

As the TSE II you are the front-line technical support contact for LM product users and a key contributor to LM customer experience. As the primary interface on incoming technical support issues, you are instrumental in logging and owning incoming support tickets from receipt to 100% resolution. It is key you contribute to the product experience through resolving customer problems, educating users on LM functionality, and providing useful solutions within the product to the customer.

Here’s a Closer Look At This Key Role

  • Customer advocate, collaborate across the team ensuring timely resolution to customer support situations.
  • Provide initial response for incoming customer support cases via our chat or ticketing system as needed.
  • Demonstrate excellence in customer case management through resolution under measured SLAs.
  • Update/create documentation for internal product support articles.
  • Contribute to review of new product releases, maintain a high proficiency with the product and supporting technologies.
  • Serve as liaison between customers and our product/development teams for all escalated product related issues, including product enhancements, bug resolution, and overall product education.

What You’ll Need

  • 3-5 years of experience in technical support, field engineering, or systems administration
  • Bachelors Degree, or equivalent experience
  • Experience in Linux/Windows/Network administration and operations.
  • Experience with monitoring solutions and associated protocols (WMI, SNMP, JDBC, HTTP, etc.)
  • Proficiency with scripting and ability to write basic scripts.
  • Deep understanding/experience with cloud platforms and services: Amazon Web Services, Microsoft Azure, etc.
  • Container Experience (Docker/Kubernetes)
  • Excellent troubleshooting skills and methodology.

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